Dan Steinman, Gainsight's Chief Customer Officer, dives into the key takeaways that should be applied in any organization with a recurring-revenue business model.
3. 3
Dan Steinman is the Chief Customer
Officer at Gainsight.
Prior to Gainsight, Dan was VP of
Customer Success at Marketo and is a
recognized domain expert in the area of
Customer Success, especially in the SaaS
market.
He's honed his craft at companies both big
(IBM, SGI) and small (11th employee at
Epiphany, Co-Founder at NearbyNow).
His track record of success coincides with
his business passions –
1) Customers,
2) Building Teams, and
3) Emerging Markets
10. 10
PieterPaul: RT @rwang0: MyPOV: retention is much cheaper than new
sales. Growing a customer is a tail wind. Cost of acquisition is head
wind #pulseconf2013
joningai: RT @rwang0: MyPOV: this is not a war between Sales and
#CSM. this is about an integrated Customer Experience from day 1,
#pulseconf2013
chadhorenfeldt: RT @michaelstocker: End of #Pulseconf2013 This has
been the most targeted, on point event around Customer Success
I've attended. Thx #Gainsight
16v: SaaS Churn kills Growth; Customer Retention is a Growth
Accelerator buff.ly/16skmqP #customersuccess #pulseconf2013
emiliadanzica: #Pulseconf2013 ends the conference with Daft Punk, up
all night to lucky...amazing conference! I am in an industry I LOVE!
XactlyCorp: When you're firing a #customer, you are likely firing 10-15
future potential customers #PulseConf2013
pphilp: Customer Success can't just be one department, it needs to
be driven into the fabric of the culture.#PulseConf2013 Amen.
13. 13
Quotes from the VC Panel at Pulse:
Churn and retention are as important as growth.
Retention IS growth.
Retention is a measure of durability.
Churn is one of the limiters to growth.
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14. 14
It’s not either/or – they are like gasoline and oil in a car.
Both are equally necessary for the car to run well.
They simply serve different purposes.
20. 20
Information
• $4,320 Monthly Recurring Revenue
• 27 months Customer Lifetime
• 6 Support tickets In the past 90 days
• 9 Most recent NPS score
• 3 days ago Last reference
• 23% Usage growth this month
Discussion points:Team:The need and how this solution was cobbled together (Host Analytics)Marketo – Former VP of Customer Success at MarketoNick was CEO of Live Office and what attracted him to this gainsight. Successful exit, this was a big problem he was trying to solve at his previous companyBV:$9M fundingSought us because of issues they kept hearing from their portfolio companies (their team did a thesis/ a study about the area of customer success. Their theory was that this was related to 3 legged tools: Marketing Automation, CRM, and CSM was missing to grow the revenue of the existing customer base, as it relates to the entire lifecycle of the customer)Marketo S-1 (IPO)Customer:Angie’sMarketo (S-1)
Discussion points:Team:The need and how this solution was cobbled together (Host Analytics)Marketo – Former VP of Customer Success at MarketoNick was CEO of Live Office and what attracted him to this gainsight. Successful exit, this was a big problem he was trying to solve at his previous companyBV:$9M fundingSought us because of issues they kept hearing from their portfolio companies (their team did a thesis/ a study about the area of customer success. Their theory was that this was related to 3 legged tools: Marketing Automation, CRM, and CSM was missing to grow the revenue of the existing customer base, as it relates to the entire lifecycle of the customer)Marketo S-1 (IPO)Customer:Angie’sMarketo (S-1)